[Remote] GoBanking Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. DCI is a company committed to empowering community banks with cutting-edge technology and exceptional service. They are seeking a Customer Support Specialist to provide assistance and support for the GoBanking application, helping clients manage their banking needs effectively.

Responsibilities

• Receive, log, and respond to telephone, online chats, and email inquiries about DCI lending products
• Educate customers to improve their understanding of DCI applications and services
• Research and resolve customer questions and concerns efficiently
• Escalate complex application issues to senior-level support or development teams when needed
• Maintain and update customer control records, ensuring accuracy and compliance
• Provide input for user documentation and contribute to its creation
• Support on-site implementation teams, Customer Relationship Managers, and the Education Department
• Assist with setup and plugin configuration for new services
• Serve as backup support for first-level calls across applications
• Participate in the customer support call center as needed

Skills

• Work experience in a bank, core processor, financial institution, or related field
• Direct experience working with GoBanking accounts, Online Banking Products and Services, and ability to troubleshoot questions for resolution
• Excellent verbal and listening skills for both in-person and phone interactions
• A friendly, professional attitude when assisting customers
• Exceptional written communication skills for internal and external correspondence
• Strong analytical, problem-solving, and resolution abilities
• Effective time management and organizational skills
• Proficiency with Microsoft 365 tools
• Adaptability to quickly learn new tools and processes
• Experience working with iCore 360 or having worked at a DCI bank in lending or GoBanking operations
• Bachelor's or Associate degree, or equivalent professional experience
• Technical skills for supporting DCI products and services, including vendor product installation and setup
• Strong interpersonal skills with the ability to excel in team environments

Company Overview